Help Desk Specialist

Are you interested in joining a company that was recently certified as a "Great Place to Work" for the fifth year in a row? If so, please read on...

Duties and Responsibilities

• Monitor and respond quickly and effectively to requests received through the IT helpdesk system
• Respond to end user queries by phone, email, and in person
• Create step-by-step training material with screenshots for end users
• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware
• Document internal procedures and processes
• Ask educated questions and listen to end users to determine the root cause of issues
• Work through the problem-solving process with end users, empowering them to do the same in the future
• Run diagnostic steps to resolve problems
• Report significant and recurring issues to the tier-2 support
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease the troubleshooting process

Requirements and Qualifications

• Associate degree in IT, Computer Science, or related field
• Minimum of two years’ experience as a Help Desk Technician or other customer service role
• Ability to diagnose and resolve basic computer/technical issues
• Excellent communication skills
• Working knowledge of Microsoft based systems